Wazamba Casino - Die Auszahlung des Spielers wurde storniert und das Konto wahrscheinlich gesperrt.

HI,

I've been using the platform for a while without any problems and have even made several withdrawals in the past. However, the last one was suddenly cancelled, with no explanation given.

Shortly after I tried to log into my account but I couldn't get in anymore, probably banned.

I'd like to understand what happened to my withdrawal and my account, and to know if there's a way to unblock the situation and receive my available balance.

Thanks in advance.

Ciao,

Ho usato la piattaforma per un po’ di tempo senza problemi e ho anche fatto diversi prelievi in passato. L’ultimo però è stato annullato all’improvviso, senza che mi venisse spiegato il motivo.

Poco dopo ho provato ad accedere al mio account ma non sono più riuscito a entrare, probabilmente bannato.

Vorrei capire cosa è successo al mio prelievo e al mio account, e sapere se c’è la possibilità di sbloccare la situazione e ricevere il saldo che avevo disponibile.

Grazie in anticipo.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Wazamba Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Which payment method have you used when depositing and paying out?
• Could you please explain whether you are familiar with the user from the following complaint? https://casino.guru/complaints/wazamba-casino-player-s-account-is-inaccessible-after
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

I have been a casino player for many months and was probably banned in early June when I requested the last withdrawal, I played European roulette, I did not use bonuses, I used crypto, I am not familiar with the user mentioned, I have no communications to show since the account is inaccessible

Sono stato giocatore del casinò per molti mesi e sono stato probabilmente bannato a inizio giugno quando ho richiesto l'ultimo prelievo, ho giocato alla european roulette, non ho usato bonus, ho utilizzato crypto, non ho familiarità con l'utente menzionato, non ho comunicazioni da mostrare visto che l'account è inaccessibile

Thanks for the explanation.

• Could you please share a screenshot of the error message you receive when trying to log in to your account?
• Could you please confirm you contacted the casino and asked for assistance via live chat or email? Have you received any response?
• Please send me your attempts to resolve the issue with the casino to my email at tomas@casino.guru

Thanks in advance for your reply.

Hi, I'd like to add an important detail. My Wazamba casino profile was created through an external login platform called Playid, which I used to log in to the casino. Simply put, when I try to log in to the casino through Playid, it sends me back with a pop-up notification saying "Not Authorized." Currently, I can't even log in to the Playid platform; this happened shortly after I lost access to my Wazamba profile. I don't know if the two things are related, but I assume so. Therefore, I apologize if I'm having trouble sending photos of login issues, but it's practically impossible. I couldn't contact the casino via live chat because live chat is only available on my in-casino profile, and I didn't contact them via email because it seemed slow and ineffective, so I turned to you directly. If you'd like me to contact them, I can try. Thank you.

Salve, vorrei aggiungere un dettaglio importante. Il mio profilo sul casino Wazamba è stato creato attraveso una piattaforma di login esterna chiamata Playid, dalla quale facevo l'accesso al casinò. Molto semplicemente, quando provo ad accedere al casinò attraverso Playid, mi riporta indietro dicendomi con una notifica pop up "Non autorizzato". Attualmente, non riesco neanche ad accedere alla piattaforma Playid, questo è accaduto poco tempo dopo aver perso l'accesso al mio profilo di Wazamba. Non so se le due cose siano collegate ma suppongo di si. Pertanto mi scuso se ho difficoltà a mandare foto di problemi di accesso, ma mi è praticamente impossibile. Non ho potuto contattare il casinò via chat in quanto la chat live è disponibile solo sul profilo all'interno del casinò, e non ho proceduto a contattarli via email in quanto mi sembrava poco risolutiva e lenta come scelta, quindi mi sono direttamente affidato a voi. Se vuole che io li contatti, posso provare a farlo. Grazie.

Thanks for your reply.

Without any further evidence of the case, the issue can't be pursued. Kindly try to contact the casino again via email regarding the reasons or justification for the blocking of your account and withholding of your balance, and send me their response to your inquiry.

Thanks in advance for your cooperation.

Hi, it's been almost a week since I contacted the casino via email. I haven't received a response.

Salve è passata quasi una settimana da quando ho contattato il casino via email. Non ho ricevuto alcuna risposta.

Dear Simo874864767,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Stefan (stefan.m@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear Simo874864767,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from Wazamba Casino to join this conversation and assist in addressing the complaint.

Dear Wazamba Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

Dear All,

Thank you for bringing this complaint to our attention.

We can confirm that the account in question was closed via an administrative decision in accordance with the following section of our Terms and Conditions:

9.3: - We reserve the right from time to time to conduct a game play review/review the customer`s betting activity to verify compliance with the Terms. If, upon such a review, it appears that the customer is participating in strategies, taking advantage of any software or system bug or failure, or participating in any form of activity that we, in our sole and complete discretion, deem to be abusive, we reserve the right to revoke the entitlement of such customer to any promotions awarded, to void any winnings obtained from the promotion, to prevent entitlement to other promotions or to close the customer account.

9.4: - Should we arrive at a reasonable suspicion that you have engaged in a fraud, any illegal or improper activity, or have otherwise breached the Terms, we reserve the right to take any number of the following action, at our sole and absolute discretion, with or without notice:

<...>

void any winnings obtained, cancel any pending withdrawals and confiscate the real money balance of your account;

<...>

We have escalated this matter to the relevant department to gather further details regarding the decision. Once reviewed, we will provide a formal response outlining the available resolution options for the player's account.

Thank you for your patience and understanding.

Kind Regards,

Wazamba Casino Team

Dear Wazamba Casino,

Thank you for your response and for your continued cooperation.

We appreciate that you have escalated this matter to the relevant department. Could you please keep us updated regarding the outcome of your review?

In particular, we would appreciate receiving a detailed explanation of the reasons that led to the account closure. If available, please also provide any relevant evidence supporting your decision by sending it to my email address at stefan.m@casino.guru.

I look forward to your response.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear All,

We sincerely apologize for the delay in our response. Please be advised that our internal team requires additional time to finalize the necessary details before we can proceed with your request. 

We anticipate providing a further update as soon as possible. Thank you for your continued patience and understanding.

Kind regards,  

Wazamba Casino Team.

Dear Wazamba Casino,

Thank you for your response and for the update.

We understand that your internal team requires additional time to finalize the review. However, as this complaint has already been ongoing for several weeks, we would appreciate it if you could prioritize the matter and provide us with a substantive update as soon as possible.

In particular, we would like to receive the reasons for the account closure and any relevant evidence supporting the decision, as previously requested.

Please let us know once you have received the final feedback from the relevant department.

I look forward to your response.

Dear Simo874864767,

We have sent an email requesting for your bank details to proceed with returning the balance amount of 74 EUR.

We look forward to receiving these details at your earliest convenience.

Best regards,   

Wazamba Casino team.

Dear Simo874864767,

Did you manage to provide the casino with the requested banking details?

Please let me know once you have done so.

I look forward to your response.

Hi, thanks for waiting. I just replied to the Wazamba team's email with the requested information.

Salve, grazie per l'attesa. Ho appena risposto alla e-mail del team di Wazamba inviando i dati richiesti.

Dear Wazamba Casino,

Thank you for the update.

The player has confirmed that they have provided the requested bank details. Could you please proceed with the refund of the remaining balance of 74 EUR and let us know once the funds have been sent?

I look forward to your response.

Dear Simo874864767,

We have received an update regarding your refund amount of 74 EUR.  

Unfortunately, we are unable to process this payment because your registered country with us is France, while the bank details provided are for an account in Italy. 

Please provide your French bank details as requested below for us to proceed with your request.

•  Full Name (please include all names including middle names) :

•  E-mail :

•  Bank Account’s Owner name :

•  IBAN/Account no. :

•  Bank Name :

•  Bank location (Country) :

•  SWIFT/BIC :

We look forward to your update.

kind regards,

Wazamba Casino team.

Hello, I sent a new email with the requested French data.

Salve, ho mandato una nuova e-mail con i dati francesi richiesti.

Dear Wazamba Casino,

Thank you for the update.

The player has now confirmed that they have sent a new email containing the requested French bank details.

Could you please confirm whether you have received the updated information and, if everything is in order, proceed with the refund of the remaining balance of 74 EUR?

Please let us know once the payment has been processed and provide the relevant payment details or confirmation.

I look forward to your response.